The ongoing arrangement.
WHAT THE RELATIONSHIP ACTUALLY IS
Interdependent: their success is your revenue, and your system is their livelihood.
WHY IT BECOMES DIFFICULT
Franchisees feel they pay for support they do not receive Franchisors feel franchisees do not follow the system Both are frequently true
WHAT TO PROVIDE
The support specified, reliably.
WHY RELIABLY
Unprovided support is the commonest source of dispute and of refused fees.
WHAT SUPPORT SHOULD INCLUDE
Regular contact Visits and operational review Help with problems Training updates Marketing and materials Sharing what works across the network
WHY SHARING WHAT WORKS
It is among the most valued things a franchisor provides and it costs little.
WHAT TO ESTABLISH
Regular communication with the whole network.
WHAT TO CREATE
A way for franchisees to raise issues and be heard.
WHY
Unheard grievances organise.
WHAT TO LISTEN TO
Franchisees who are performing well.
WHY
They understand the model and their suggestions are usually sound.
WHAT TO AVOID
Changing the system without consultation Imposing costs without explanation Favouring some franchisees over others Being unreachable
WHAT TO MONITOR
Performance across the network.
WHAT TO DO ABOUT STRUGGLING FRANCHISEES
Establish why, and help.
WHY
Failure damages the brand and it is frequently preventable.
WHAT TO RECORD
Support provided, and issues raised.
